Manager / Senior Manager - Projects and Customer Support

Job Description:Manager / Senior Manager - Projects and Customer Support

Location:Pirangut, Pune

Role Overview:

We are seeking a Manager or Senior Manager to serve as the central figure in project execution planning, expediting, monitoring, and managing our Customer Support function. This pivotal role involves being the single point of contact for both internal team coordination and external customer engagement.

Key Qualifications:

Education: Bachelor's degree in Mechanical or Production Engineering.

Experience: 15-20 years in Material Handling, Power Plants, or Cement Plant sectors.

Preferred: A qualification in Business Management.

Core Responsibilities:

Project Execution Team (5-6 members) & Customer Support Team (4-5 members):

Lead and manage project execution and customer support teams.

Allocate tasks within teams to ensure optimal outcomes.

A) Project Execution:

Oversee all project phases from order receipt to closure.

Advance planning for monthly shipments and meeting targets.

Conducting internal project review meetings.

Handling customer communications regarding project progress and contract issues.

Ensuring cohesive internal communications across Sales, Engineering, Purchasing, and Manufacturing to meet project timelines.

Managing debtors to ensure timely collections.

B)Customer Support (Bulk Handling Business):

Oversee installation, address customer complaints, warranty claims, and Annual Maintenance Contracts (AMCs).

Customer complaint analysis and corrective actions

Transform Customer Support into a profit center by maximizing revenue from paid services.

C)Customer Relationship Management:

Gather and analyze customer feedback at all touchpoints to initiate necessary improvements.

Additional Responsibilities:

Implement Balance Score Card (BSC) initiatives for the department.

Enhance employee satisfaction through various initiatives measured in annual surveys.

Authorities: All necessary authorities will be provided for smooth execution of responsibilities.

Required Skills and Knowledge:

• Proficiency in SAP SD & MM modules.
• Knowledge of Excise, Taxes, Import-Export documentation and procedures, and general commercial awareness.
• Excellent communication, persuasion, project management, and planning skills.

This role is designed for a proactive leader who thrives on managing both projects and people. If you are driven by results and excel in a dynamic environment, we would love to hear from you.